Customer Experience Manager

Five Below • Virginia Beach, VA

11d • Onsite

About The Position

The Customer Experience Manager leads customer service and front-end operations at a Five Below store. The role ensures crew members provide the B.E.S.T. customer service experience and that customers receive a fast, friendly checkout. The manager leads the store toward customer service score goals, maintains front-end merchandising and equipment, and helps keep the store clean, recovered, and ready for customers. The manager performs store manager duties when the store manager is absent and partners with the store manager and other leaders on recruiting, training, coaching, developing, supervising, merchandising, and recovery. This is an hourly position starting at $16.00.

Requirements

• High school graduate or equivalent.
• At least 2 years of management experience.
• Excellent verbal and written communication skills.
• Ability to multitask.
• Creative thinking.
• Ability to maintain composure under pressure.
• At least 18 years old and able to perform the essential job functions in compliance with applicable federal, state, and local laws.
• Able to frequently move merchandise weighing up to 25 lbs and place or remove merchandise at heights of 5–10 feet.
• Able to frequently climb and descend ladders, kneel, bend, twist, stoop, and move across the sales floor and between the sales floor and stock room.
• Able to remain stationary in an upright position for 80% of the time.
• Able to communicate and exchange accurate information with customers, managers, and coworkers, in person and by telephone.
• Able to identify and discern email and printed instructions regarding merchandise layouts, associate schedules, and standard operating procedures.
• Able to work a flexible schedule to meet business needs, including day, evening, weekend, and potentially overnight shifts, as well as travel when required.

Nice To Haves

• College experience preferred.

Responsibilities

• Ensure crew members provide excellent customer service through personal contact with customers.
• Train crew members on the B.E.S.T. customer service experience and ensure guests have a fast, friendly checkout.
• Lead the assigned store in achieving and maintaining customer service score goals provided by the District Manager.
• Lead front-end operations and ensure candy, soda, and snack merchandising meets or exceeds brand standards.
• Ensure front-end equipment is working and associates are trained on applicable services.
• Perform opening and closing procedures; maintain store cleanliness and recovery so the store is ready for customers.
• Perform store manager duties in the store manager's absence.
• Partner with the store manager to recruit, train, coach, develop, and supervise crew members.
• Review corporate communications and respond accordingly.
• Partner with the store leadership team on merchandising procedures and World Recovery.
• Perform store maintenance, including taking out garbage, sweeping, cleaning bathrooms, and maintaining the stock room.
• Carry out additional responsibilities as determined by the Store Manager based on store needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED